Module 01: Introduction to Customer Service | |||
Introduction to Customer Service | 00:23:00 | ||
Module 02: What’s Different about Good Customer Service? | |||
What’s Different about Good Customer Service? | 00:12:00 | ||
Module 03: Customer Service Communication Strategies | |||
Customer Service Communication Strategies | 00:24:00 | ||
Module 04: Establishing Your Attitude | |||
Establishing Your Attitude | 00:12:00 | ||
Module 05: Identifying and Addressing Customer Needs | |||
Identifying and Addressing Customer Needs | 00:12:00 | ||
Module 06: In-Person Customer Service | |||
In-Person Customer Service | 00:10:00 | ||
Module 07: Providing Electronic Customer Service | |||
Providing Electronic Customer Service | 00:12:00 | ||
Module 08: Aspects of Phone Etiquette | |||
Aspects of Phone Etiquette | 00:31:00 | ||
Module 09: Building Rapport Over the Phone | |||
Building Rapport Over the Phone | 00:24:00 | ||
Module 10: Inbound and Outbound Calls | |||
Inbound and Outbound Calls | 00:16:00 | ||
Module 11: Active Listening and Managing Tough Callers | |||
Active Listening and Managing Tough Callers | 00:28:00 | ||
Module 12: Managing Interoffice Calls and Voicemail | |||
Managing Interoffice Calls and Voicemail | 00:10:00 | ||
Module 13: Problem Solving over the Phone | |||
Problem Solving over the Phone | 01:04:00 | ||
Module 14: Intra Organisation Dealings | |||
Intra Organisation Dealings | 00:35:00 | ||
Module 15: Measuring Customer Service | |||
Measuring Customer Service | 00:12:00 |
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